Best help desk software for omnichannel: Zendesk
Zendesk is perhaps the most robust and versatile help desk platform. It is used by over 160,000 companies together with giant enterprises like Expedia, Tesco and Vodafone. While it works on any channel (email, chat, voice, and even social media apps like Facebook, WhatsApp, Apple Business Chat and more), all the interactions and relevant context are kept in a single dynamic dashboard. Integrating a top-performing Zendesk chatbot can make your help desk even more powerful. The platform is totally customizable and is meant to assist corporations quickly shut tickets. The company reports that it increases client satisfaction by 25% and agent productivity by 30% at any scale.
Best help desk software for integrations with other tools: Salesforce Service Cloud
Salesforce is the leading customer relationship management (CRM) platform used by businesses to manage customer information, connect across a variety of channels and streamline client support. The company’s Service Cloud automates service processes, streamlines workflows, and surfaces key articles to elevate agent productivity.
The platform boasts several similar features as the other help desk platforms on this list, but also has thousands of apps and integrations in the Salesforce AppExchange that reach the ability of Salesforce. Whether you are trying to find customized surveys, AI-powered Salesforce chatbots, agent routing and productivity.
Best help desk for hyper-personalization: Gladly
Gladly talks about its “radically personal service.” The help desk is intended to provide the ultimate customer experience that “treats customers like individuals, not tickets.” The platform provides this personalized client service by enabling a single lifelong customer conversation across all channels. The customer’s context is carried forward, despite the channel on which they reach out. This client-centric mindset turns customer service groups into revenue-generating machines by providing agents with tools that can increase contact center generated revenue by up to 10%.
Although the platform is used by companies across industries, Gladly contains a ton of expertise with retailers like Crate & Barrel, Ugg, Warby Parker, Ulta Beauty and Ralph Lauren.
Drew Chamberlain, Director of Customer Experience for JOANN recounts that “’In less than a month we’d cut our email backlog by 93% and our email response times by 70%—it’s all thanks to how simple and efficient Gladly is to use.”
Best help desk software for small businesses: Freshdesk
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. In addition, Freshdesk enables you to alter workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things client support. Extremely repeatable queries can be replied to in a very single keystroke with template responses. Integrating a Freshdesk chatbot into the help desk might allow you to unlock 80% or higher automation rates.
While the company has over 150,000 customers of all sizes, it’s the gold standard for help desk offerings geared toward smaller businesses, according to PC Magazine.
Best help desk software for the value: Zoho
The Zoho cloud-based platform has an incredible list of features like automatic localization and automated ticket routing, and supports several of the top channels. The best part? It’s very competitive in pricing with a free tier and paid plans beginning at $12/agent for a month. To provide extra value to agents, several firms like Megabus deploy a Zoho chatbot.
Best helpdesk software for Enterprise Service Management (ESM): InvGate Service Desk
Enterprise Service Management is the extension of IT Service Management (ITSM) principles and capabilities to other areas of an organization, such as Human Resources, facilities, finance, legal, sales and marketing. InvGate Service Desk is a help desk software commonly used by IT and other areas of large and medium organizations, with a clear ticket management interface, smart workflows, and knowledge base capabilities. It can also be integrated with InvGate’s Asset Management software.
